Customers

Our View

Enable customers reporting problems to initiate video calls with our customer service agents to facilitate faster resolution, reduce dispatch of engineers and improve safety.

Key deliverables

  • A browser-based video sharing solution
  • An app-based safety assessment workflow

Target outcomes

  • Fast resolution of issues
  • Efficient support for customers

Measures of success

  • Reduction in engineers aborted visits
  • Improved safety and compliance levels
  • Increase in customer satisfaction scores

Stakeholder Engagement

Engagement with Customer Services team and Control Systems Automation team for the customer service use case. Engagement with Health and Safety and Network Ops for the safety assessment workflow

Timeline

Planned start:
01.10.2022
Target completion:
28.02.2025

Status

Completed

Milestones

  • Proof of Concept trial Completion (Sep 23)
  • Integration of digital solution into existing systems (Sep 24)
  • Preparation for BAU transition (Feb 25)

Change log

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